Intake Coordinator, Bilingual

Job Description:

• Receive and process referrals following the Member Engagement handoff; monitor referral inboxes, secure messages, and incoming fax queues throughout the business day.
• Review referrals for required demographic, contact, insurance, clinical, provider, and scheduling information; obtain missing or inconsistent information.
• Enter and maintain accurate referral and member information in BOP and other designated systems, including notes, status updates, task ownership, and disposition reasons.
• Confirm insurance and payor information, complete or coordinate eligibility verification, and identify authorization, referral, and documentation requirements.
• Ensure required clinical records and wound information are available before a referral advances; confirm member location and availability for in-home care.
• Track each referral from receipt through completed admission or final disposition.
• Identify barriers to completing the initial visit and coordinate follow-up for canceled, unsuccessful, delayed, or unresolved referrals.
• Partner with Member Engagement, Patient Care Coordinators, and Regional Clinical Operations on member re-engagement.
• Document reasons for non-conversion and monitor referral aging and next actions.
• Route referrals to the correct regional team and track handoffs through completion.
• Communicate status, barriers, missing requirements, and next steps to internal and external partners in English and Spanish.
• Escalate clinical, safety, and service eligibility questions without making independent clinical decisions.
• Provide updates on referral volume, pending items, conversion, and non-conversion trends.
• Identify intake process gaps and support workflows that reduce referral loss and admission delays.

Requirements:

• High school diploma or equivalent.
• At least two years of experience in healthcare referral intake, patient access, eligibility verification, medical scheduling, care coordination, medical office administration, or a related healthcare setting.
• Experience managing referral documents, inboxes, faxes, task queues, and follow-up workflows and working with patients, providers, health plans, and clinical teams.
• Bilingual fluency in English and Spanish, including the ability to communicate verbally with members and caregivers in both languages.
• Strong written communication, data-entry accuracy, attention to detail, organization, and follow-through.
• Ability to manage a high volume of referrals and prioritize work based on urgency, referral aging, payor requirements, and readiness for service.
• Working knowledge of HIPAA and the appropriate handling of protected health information.
• Proficiency with Microsoft Office, Teams, electronic fax platforms, and web-based healthcare systems.

Benefits:

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability